V6 box replacement after fault and now no Sky sports HD channels

[caverncaperer]

I had an old Tivo replaced with a V6 after a fault. This also coincided, kind of, with an upgrade to my package that should have included Sky Sports. I get them in SD only. I tried calling Virgin but all the options, none of which matched what I needed so I gave up. Anyone aware of what could cause this? Powered off box numerous times etc. 

[japitts · Accepted solution]

Based on your screenshot, you don't subscribe to Sky Sports in HD. Below is a contract with SS-HD included.

So nothing to do with your box change, and everything to do with your subscription. On a TiVo or V6, you can refresh your EPG using Home > Help & Settings > Help > TV Care > I'm missing some channels, often rendering a reboot unnecessary.

But it's unlikely to help here, your package change is the cause.

[caverncaperer]

Thanks. If I'd known Sky Sports wasn't in HD I probably wouldn't have bothered with it at all!!

[japitts]

Package changes come with 14days statutory "change of mind" right of cancellation. If you're within that period, then ask VM to revert to your previous package and then renegotiate a new one to include the £7/month HD supplement.

[caverncaperer]

The channel and package descriptions and guides are confusing. I'm also getting Sky Movie channels in HD and Sky Sports in SD which according to ChannelGuide_May_23.pdf (virginmedia.com) isn't the case. I'll guess I'll have to call to be sure.

[japitts]

Sky Cinema is in HD as standard, Sky Sports is in SD as standard, and HD with a £7/month charge.

The channel guide shows 501-508 & 511-518 as premium channels. It's only SS-Mix & SS-Sports-News which are anomalies & are in HD if you have Maxit.